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LibQUAL + Data Summary. A brief overview of the aggregate results of the LibQUAL+ survey with specific comparisons of BYU with other institutions. LibQUAL + Goals. LibQUAL + as a whole Tools & protocols for evaluating library service quality Effective web-based survey delivery mechanisms - PowerPoint PPT Presentation
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LibQUAL+ Data Summary
A brief overview of the aggregate results of the LibQUAL+ survey
with specific comparisons of BYU with other institutions
LibQUAL + Goals LibQUAL + as a whole
Tools & protocols for evaluating library service quality
Effective web-based survey delivery mechanisms Identify best practices Establish ARL service quality assessment program
BYU expectations How BYU patrons rate the Lee Library Benchmark results against other institutions Where to focus improvements
Response Summary Over 43 institutions participated
Services rated on scale from 1 to 9 Three perspectives of service – Minimum, Desired,
Perceived BYU sampled 3900 individuals Final sample count 3702
Some 30,000 replies study wide 20416 total usable surveys 789 usable surveys from BYU BYU ranked 7th in number of responses
Effective response rate = 21.3%
All Institutions Brigham Young
Virginia Tech
All Institutions Brigham Young
Virginia Tech
5.7
5.9
6.1
6.3
6.5
6.7
6.9
7.1
7.3
7.5
7.7
Quality of Service Satisfaction w/Service Affect Satisfaction w/Support
BYU Rank = 5th, 4th, 5th
Survey Summary 56 questions about library services
Minimum expected service Desired service Perceived service
Analysis reduced practical areas to four Affect – How the patron is treated Place – The library facility & environment Personal Control – Patron self-reliance Information Access
5
6
7
8
9
Affect Place PersonalControl
InformationAccess
Total5
6
7
8
9BYU
5
6
7
8
9
Affect Place PersonalControl
InformationAccess
Total5
6
7
8
9
All Institutions
5
6
7
8
9
Affect Place PersonalControl
InformationAccess
Total5
6
7
8
9
5
6
7
8
9
Affect Place PersonalControl
InformationAccess
Total5
6
7
8
9
5
6
7
8
9
Affect Place PersonalControl
InformationAccess
Total5
6
7
8
9
5
6
7
8
9
Affect Place PersonalControl
InformationAccess
Total5
6
7
8
9
5
6
7
8
9
Affect Place PersonalControl
InformationAccess
Total5
6
7
8
9
Total
0
2
4
6
8
10
12
14
16
18
-0.7 -0.5 -0.3 -0.1 0.1 0.3 0.5 0.7 0.9 1.1 More
Affect
0
2
4
6
8
10
12
14
16
18
-0.7 -0.5 -0.3 -0.1 0.1 0.3 0.5 0.7 0.9 1.1 More
Place
0
2
4
6
8
10
12
14
16
18
-0.7 -0.5 -0.3 -0.1 0.1 0.3 0.5 0.7 0.9 1.1 More
Personal Control
0
2
4
6
8
10
12
14
16
18
-0.7 -0.5 -0.3 -0.1 0.1 0.3 0.5 0.7 0.9 1.1 More
Information Access
0
2
4
6
8
10
12
14
16
18
-0.7 -0.5 -0.3 -0.1 0.1 0.3 0.5 0.7 0.9 1.1 More
BYU rank = 5th
BYU rank = 2nd
BYU rank = 4th
BYU rank = 4th
BYU rank = 1st
BYU
All
Legend:Perceived > Desired = GreenPerceived < Minimum = Red
LibQUAL+ Overall Summary The need for a physical facility for patrons to
come is still important Overall Quality of Service and Satisfaction
with the library is positive Respondents tend to view library services
positively Perceived service is just above minimum
expected service BYU ranks high in all areas
LibQUAL+ BYU Summary Areas of positive note
Patrons love the new addition and find it a safe/secure facility
Library staff makes concerted efforts to help the patron
Potential areas for improvement Improve tools to help the patron be more
self-sufficient Improve the accuracy of library records
The Future of LibQUAL+ The next round of surveys will be conducted
Spring 2002 Estimated 200 participating institutions BYU will not take part Fall 2001 special effort
BYU will continue its improvement efforts LibQUAL+ Spring 2003 Compare those results with the benchmarks set in
Spring 2001
